Contact Centre Workforce Management
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A fast-growing digital health business was delivering prescription-based services and patient support across multiple channels. Workforce management was run entirely through Excel, creating significant manual overhead and leaving the business unable to respond to demand in real time.
The structural problems were clear:
Limited visibility of live demand and agent performance
High manual effort to build and maintain schedules
Inability to make intra-day adjustments to protect service levels
Structural overstaffing of up to 20% at certain points in the day
Customer expectations were rising and service performance had become a direct driver of growth. The business needed to select a workforce management platform that could enable real-time control, improve utilisation, and integrate with its core systems. With workforce management sitting at the heart of both cost efficiency and customer experience, this was a strategic investment rather than a standard procurement exercise.
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Exevion designed and led a structured vendor selection process across the following workstreams:
Requirements Definition: Conducted stakeholder interviews across Customer Service, Clinical Operations, and Technology, mapped existing processes, and defined detailed functional and technical requirements aligned to service level and utilisation goals
Market Scan and Shortlisting: Assessed a long list of workforce management vendors against critical requirements including real-time adherence, forecasting capability, and intra-day management
RFP and Evaluation: Developed a detailed RFP, ran vendor workshops focused on real use cases, and built a weighted scoring model covering functionality, integration, commercials, and delivery risk
Commercial Assessment: Modelled total cost of ownership across multiple growth scenarios and challenged vendors on implementation approach, timelines, and internal resource requirements
Decision and Mobilisation: Facilitated executive decision-making with clear trade-offs and a recommended direction, aligned stakeholders across operations, technology and finance, and supported transition into contracting
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Selected a workforce management platform aligned to customer service requirements and growth ambitions
Removed reliance on Excel-based scheduling, reducing manual planning effort across the operations team
Addressed structural overstaffing of up to 20% driven by static planning assumptions
Enabled real-time workforce management and intra-day optimisation for the first time
Delivered a clear total cost of ownership model across growth scenarios, supporting a confident investment decision
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The client was managing workforce planning through Excel, which created high manual overhead, limited real-time visibility, and left the business structurally overstaffed at peak points in the day. Service levels were at risk and intra-day flex was not possible.
Exevion led a structured vendor selection to identify a platform capable of enabling real-time control, improving utilisation, and scaling with the business. The outcome was a clear, confident decision, with the client moving away from manual planning and establishing the capability to manage demand dynamically and protect SLAs.
Businesses at a similar inflection point, where existing tools are holding back operational performance, benefit from a structured approach to technology selection that prioritises fit over vendor noise. Contact Exevion to find out how we can help.
